case 13 application of qfd launches to enhancing

Case 13 Application of Case 13 Application of QFD Launches to QFD Launches to

Enhancing Nursing Home Enhancing Nursing Home Service Quality Service Quality

Date 12/08Date 12/08

Group IIIGroup III

P97843012 Wayne WeiP97843012 Wayne Wei

97 QMI case report

BackgroundBackground

作者張俊郎教授作者張俊郎教授虎尾科技大學工業管理學系虎尾科技大學工業管理學系兼任管理學院院長兼任管理學院院長緣起緣起針對台灣雲林地區護理之家住民之照護品質需針對台灣雲林地區護理之家住民之照護品質需

求求 (VOC)(VOC) 以問卷做分析，並運用品質功能展開以問卷做分析，並運用品質功能展開(Quality function deployment, QFD)(Quality function deployment, QFD) 技術，佐技術，佐以運用模糊層級分析法以運用模糊層級分析法 (FAHT)(FAHT) 排序出照護服排序出照護服務設計之要素務設計之要素 (VOE))(VOE)) 優先順序，以作為照護優先順序，以作為照護服務改進之參考。服務改進之參考。

Main objectivesMain objectives

Improve service quality of subject nursing homeImprove service quality of subject nursing home

Help the subject nursing home to realize the voicHelp the subject nursing home to realize the voice of the customere of the customer

Given resource limitations, help the nursing institGiven resource limitations, help the nursing institute to improve its managementute to improve its management

Provide the preference for other nursing instituteProvide the preference for other nursing institute

Promote a general emphasis on quality in care oPromote a general emphasis on quality in care organizations in Yunlin area. rganizations in Yunlin area.

What’s QFDWhat’s QFD

QFDQFD （（ Quality Function DeploymentQuality Function Deployment ）品）品質機能展開法：質機能展開法：是日本企業界是日本企業界 19661966 年間為開發新產品所用的年間為開發新產品所用的

品質展開的思考法，品質展開的思考法， 19731973 年加入品質表的應年加入品質表的應用始告成熟。用始告成熟。

它是將顧客所希望的品質轉換成品質特性，再它是將顧客所希望的品質轉換成品質特性，再據以決定製成品的設計品質，復依此機能的別據以決定製成品的設計品質，復依此機能的別的品質，再進一步展開至每一組件或零件至成的品質，再進一步展開至每一組件或零件至成要素的品質需求，以確保該項產品最後滿足顧要素的品質需求，以確保該項產品最後滿足顧客的期望。客的期望。

QFD layoutQFD layout ：： the House of Qualitythe House of Quality

品質屋各個面向品質屋各個面向客戶需求（客戶需求（ WhatsWhats ）：傾聽顧客聲音建立客戶需求內容，）：傾聽顧客聲音建立客戶需求內容，或稱為廣義的問題解決標的。或稱為廣義的問題解決標的。需求評估（需求評估（ WhysWhys ）：顧客需求中哪些是重要與真實聲音，）：顧客需求中哪些是重要與真實聲音，可藉由不同調查與多面向評估準則其需求內容。可藉由不同調查與多面向評估準則其需求內容。技術需求（技術需求（ HowsHows ）：技術需求，亦即根據客戶需求所提）：技術需求，亦即根據客戶需求所提出的技術供給議題。或稱為廣義的解決方案。出的技術供給議題。或稱為廣義的解決方案。關係矩陣（關係矩陣（ Whats vs. HowsWhats vs. Hows ）：建立客戶需求與技術需）：建立客戶需求與技術需求關係。求關係。技術需求關連矩陣（技術需求關連矩陣（ Hows vs. HowsHows vs. Hows ）：技術需求與技）：技術需求與技術需求關係，以建立技術取捨關係。術需求關係，以建立技術取捨關係。技術目標（技術目標（ How MuchesHow Muches ）：技術需求目標與重要性排序。）：技術需求目標與重要性排序。

Process of QFD(1)Process of QFD(1)

VOC=What

What Priority

Correlation matrix關係矩陣

HOW TARGET

VOE=HOW

Relative matrix技術需求關聯矩陣

HOW PRIORITY

需求評估


VOC=What

What Priority


HOW TARGET

VOE=HOW


HOW PRIORITY

有哪些解決方

案


VOC=What

What Priority


HOW TARGET

VOE=HOW


HOW PRIORITY

What Vs How


VOC=What

What Priority


HOW TARGET

VOE=HOW


HOW PRIORITY

How Vs How

取捨

決定順序

層級分析法層級分析法 (AHP)(AHP)

AHPAHP （（ Analytic Hierarchy ProcessAnalytic Hierarchy Process ）是由）是由 SaatySaaty首創，特色在於將各影響要素建立層級架構，並首創，特色在於將各影響要素建立層級架構，並對於同層級之各要素進行配對比較，以類別尺度對於同層級之各要素進行配對比較，以類別尺度評定各成對要素之相對權重。配對比較之結果可評定各成對要素之相對權重。配對比較之結果可進行一致性檢定，俾供決定是否採用該評估之參進行一致性檢定，俾供決定是否採用該評估之參考。若結果具有一致性，便可結合各層級配對比考。若結果具有一致性，便可結合各層級配對比較之結果，而求得各影響要素之總相對權重。較之結果，而求得各影響要素之總相對權重。 AHAHPP 之優點在於能綜合採納受訪消費者之意見，操之優點在於能綜合採納受訪消費者之意見，操作簡易，並且在量化類別尺度上具有健全之理論作簡易，並且在量化類別尺度上具有健全之理論基礎。基礎。

Fuzzy theory(1)Fuzzy theory(1)

FuzzyFuzzy 是一門新興的數學，起源於是一門新興的數學，起源於 19651965 年美國加年美國加州柏克萊大學州柏克萊大學 (Berkeley)(Berkeley) 的扎德的扎德 (L.A. Zadeh)(L.A. Zadeh) 教教授，在資訊與控制授，在資訊與控制 (I(I 學術期刊上所發表的論文學術期刊上所發表的論文 --模糊集合模糊集合 (Fuzzy Sets) (Fuzzy Sets) 。。人類的自然語言也很人類的自然語言也很 FuzzyFuzzy喔，如昨天天氣很熱，喔，如昨天天氣很熱，請把窗戶開大一點，空氣比較好。請把窗戶開大一點，空氣比較好。因此因此 FuzzyFuzzy理論就是針對人腦對於模糊的訊息或理論就是針對人腦對於模糊的訊息或不完全的資料，其不需經過精密繁雜的計算過程，不完全的資料，其不需經過精密繁雜的計算過程，仍能做出正確判斷的特色而發展出來。仍能做出正確判斷的特色而發展出來。

Fuzzy Theory(2)Fuzzy Theory(2)

FuzzyFuzzy 理論講究的是理論講究的是近似推理近似推理 (Approximati(Approximation reasoning)on reasoning) ，不以精確計算為手段，較，不以精確計算為手段，較符合歷史悠久的國家對事物的看法，如東符合歷史悠久的國家對事物的看法，如東方哲理等。以往中國人被譏笑為缺乏科學方哲理等。以往中國人被譏笑為缺乏科學精神，凡是模稜兩可，只要差不多就好，精神，凡是模稜兩可，只要差不多就好，如今差不多精神卻成為了如今差不多精神卻成為了 FuzzyFuzzy 理論解決理論解決問題的利器，但這個問題的利器，但這個差不多指的是根據不差不多指的是根據不清晰的資訊，透過差不多的推論過程而得清晰的資訊，透過差不多的推論過程而得到精確的結果。到精確的結果。

Process of this researchProcess of this research

VOC=What

What Priority


HOW TARGET

VOE=HOW


HOW PRIORITY

STEP1 Analysis of client demand STEP1 Analysis of client demand

quality quality

STEP2 Client demand quality STEP2 Client demand quality items items

STEP3 Correlation matrix STEP3 Correlation matrix construction construction

STEP4 Establish rooftop STEP4 Establish rooftop correlation matrix correlation matrix

STEP5 The fuzzy utility value STEP5 The fuzzy utility value computation method computation method

STEP6 Fuzzy technical STEP6 Fuzzy technical characteristics characteristics

STEP7 Result analysis of VOESTEP7 Result analysis of VOE

STEP1 & STEP2STEP1 & STEP2

執行兩份問卷執行兩份問卷送出送出 3030份，回收率份，回收率 100100％，全部有效％，全部有效第一份問卷：第一份問卷：信度分析信度分析 By SPSSBy SPSS ，決定某一子項對整個面，決定某一子項對整個面

向之相關程度以及單項問卷結果一致性向之相關程度以及單項問卷結果一致性 (>0.7)(>0.7) 選出第二份問卷所用之項目選出第二份問卷所用之項目第二份問卷第二份問卷：：計算計算 VOCVOC 比重比重 (FAHP)(FAHP)

Priority ranking and weight for client Priority ranking and weight for client demand dimensions and itemsdemand dimensions and items

Client demand

#2 Taking care of patient livehood18,12,2,8,10,6,7

#4 Nursing personnel Attitude

30,16,22,16,24,32,26

#3 Food and Environmant

14,27,21,28,13,19,19

#5 The hardware of the institution

33,33,29,23,31,35,25

#1 Medical treatment Services

9,15,1,3,11,5,4

STEP3 & STEP4STEP3 & STEP4

STEP3 Correlation matrixSTEP3 Correlation matrix VOC vs VOEVOC vs VOE

A extremely contributive 1.A extremely contributive 1.00B very contributive 0.8B very contributive 0.8………….E slightly contributive .E slightly contributive 0.20.2

STEP4 Rooftop correlatioSTEP4 Rooftop correlation matrixn matrix Correlation between VOECorrelation between VOE

Highly correlation 0.9Highly correlation 0.9Slightly correlation 0.3Slightly correlation 0.3

VOC=What

What Priority


HOW TARGET

VOE=HOW


HOW PRIORITY

Why Fuzzy?Why Fuzzy?

Disadvantage of traditional QFD:Disadvantage of traditional QFD: Too subjectiveToo subjective Does not consider correlation among quality Does not consider correlation among quality

factorsfactors

Therefore, fuzzy theory is used to Therefore, fuzzy theory is used to calculate the utility value of the quality calculate the utility value of the quality characteristic (For compensate the fuzzy characteristic (For compensate the fuzzy problem, like human nature, etc.)problem, like human nature, etc.)

Step5 & Step6Step5 & Step6

The fuzzy utility value computation methodThe fuzzy utility value computation method1.1. Combine the data of correlation matrix between Combine the data of correlation matrix between

STEP3 and STEP4STEP3 and STEP4

2.2. Calculates the utility value of each VOE itemCalculates the utility value of each VOE item

Fuzzy technical characteristicsFuzzy technical characteristics1.1. Fuzzy the correlation matrixFuzzy the correlation matrix

2.2. Standardizing the correlationsStandardizing the correlations

3.3. Calculation and sorting of the degree of importanceCalculation and sorting of the degree of importance

ResultResult ：： Ranking of VOERanking of VOE

28VOEs(the items which have the highest utility va28VOEs(the items which have the highest utility value)lue)

1.1. Emergency processing speedEmergency processing speed

2.2. Professional medical personnelProfessional medical personnel

3.3. Correct and complete resident informationCorrect and complete resident information

4.4. Separation of infectious diseaseSeparation of infectious disease

5.5. Equipment quality maintenanceEquipment quality maintenance

6.6. Truly measurement and examTruly measurement and exam

7.7. Professional abilityProfessional ability

絕對權重：對顧客重要性絕對權重：對顧客重要性相對權重：所佔的百分比相對權重：所佔的百分比

Conclusion and suggestionConclusion and suggestion

PDCA for short-term and long-term PDCA for short-term and long-term improvementimprovement High utility items should be implemented first!High utility items should be implemented first! Constitute a QITConstitute a QIT

The QFD can only clarify engendered The QFD can only clarify engendered questions and possible solutions to questions and possible solutions to problem faced by organization. Maximizing problem faced by organization. Maximizing satisfaction requires the corporation and satisfaction requires the corporation and support of all colleagues. support of all colleagues.

case 13 application of qfd launches to enhancing

Technology